music on hold · configuration limitations forcapacity planning...

Music On Hold

• Music On Hold Overview, on page 1• Interwork External Multicast MOH to Unicast MOH, on page 5• Music On Hold Prerequisites, on page 6• Music On Hold Configuration Task Flow, on page 6• Music On Hold Interactions and Restrictions, on page 33• Music On Hold Troubleshooting, on page 35

Music On Hold OverviewUse the integrated Music On Hold (MOH) feature to place on-net and off-net users on hold with music froma streaming source. This source makes music available to any on-net or off-net device that you place on hold.On-net devices include station devices and applications that an interactive voice response (IVR) or calldistributor places on hold, consult hold, or park hold. Off-net users include those users who are connectedthrough Media Gateway Control Protocol (MGCP) or Skinny Call Control Protocol (SCCP) gateways, CiscoIOS H.323 gateways, and Cisco IOS Media Gateway Control Protocol gateways. The system also makes theMusic On Hold feature available for Cisco IP POTS phones that connect to the Cisco IP network throughForeign Exchange Station (FXS) ports on Cisco IOSH.323 orMGCP and for CiscoMGCP or SCCP gateways.

Start Cisco Unified Communications Manager to create a media resource manager. Music On Hold serverregisters to the media resource manager with its music on hold resources. Music On Hold server is a softwareapplication that provides music on hold audio sources and connects a music on hold audio source to multiplestreams.

When an end device or feature places a call on hold, Cisco Unified Communications Manager connects theheld device to a music resource. When the held device is retrieved, it disconnects from the music on holdresource and resumes normal activity.

Caller-Specific Music On HoldFor SIP calls that a phone receives over the SIP trunk, Cisco Unified Communications Manager can use adifferent MOH audio source.

An external application, such as the Cisco Unified Customer Voice Portal (CVP) contact center solution,determines the most appropriate MOH audio source based on the caller ID, dialed number, or IVR interactionwhen a call is received from the public switched telephone network (PSTN).

Music On Hold1

For details, see the Cisco Unified Customer Voice Portal documentation at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.

Increased Capacity of IP Voice Media Streaming Application and ExpandedMOH Audio Source

Cisco IP Voice Media Streaming application is installed automatically when you install Cisco UnifiedCommunications Manager. Activate this application to enable the Music On Hold (MOH) feature.

With this release, the capacity of Cisco Unified Communications Manager to support unique and concurrentMOH audio sources, while the Music On Hold service is running on the MOH server, is increased from 51to 501. The MOH audio sources are numbered from 1 to 501 with the fixed MOH audio source remaining atthe number 51.

The fixed MOH device cannot use an audio source that connects through a USBMOH device, because CiscoUnified Communications Manager does not support USB when running on VMware. Use of the fixed MOHUSB device is not supported on VMware. However, provision the external sound device for use withdeployments that utilize Cisco Unified Survivable Remote Site Telephony (SRST) multicast MOH.

You can configure each MOH audio source to use a custom announcement as an initial greeting and/or anannouncement that is played periodically to callers who are hearing the music. Cisco Unified CommunicationsManager provides 500 custom announcements that you can use on one or multipleMOH audio sources. Theseannouncements are not distributed between the Cisco Unified Communications Manager servers within acluster. You have to upload these custom announcement files to each server that provides the MOH andannouncement services. You must also upload each custom music file for MOH audio sources to each server.

Performance Impact of Media Devices with ServicesThe Cisco IP Voice Media Streaming application runs as a service for four media devices—annunciator(ANN), software conference bridge, Music On Hold (MOH), and software media termination point. Activatethis service on a Cisco Unified Communications Manager server as coresident with call processing. Whenyou activate this service, ensure that you configure these media devices for limited capacity to avoid anyimpact on the call processing. The default settings for the media devices are defined based on this coresidentoperation. You can adjust these settings by reducing the use of one or more media devices to increase othersettings.

For example, if you are not using software media termination point devices, you can choose the Run Flagsetting for the SWMTP to False, select System > Service Parameters > Cisco IP Voice Media StreamingApp service >MTPParameters , and add theMTPCall Count setting toMedia Resource >MOHServer >Maximum Half Duplex Streams configuration. Depending on the call traffic, you can modify the defaultsettings. However, monitor the server performance activity for CPU, memory, and IOwait. For higher capacityclusters, such as the ones using 7500 user OVA configuration, it is possible to increase the default mediadevice settings for Call Count by 25%.

For installations where you expect high usage of the media devices, such as Music On Hold, or where highcall volumes require higher number of media connections, activate the Cisco IP Voice Media Streamingapplication service on one or more of the Cisco Unified Communications Manager servers which do not havecall processing activated. Activating this service limits the impact of media device usage to other services,such as call processing. Then, you can increase the configuration settings for maximum number of calls forthe media devices.

When you activate Cisco IP Voice Media Streaming application as co-resident with Cisco UnifiedCommunicationsManager service, it can impact call processing performance. To increase the capacity settings

Music On Hold2

Music On HoldIncreased Capacity of IP Voice Media Streaming Application and Expanded MOH Audio Source

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html

for Music On Hold or annunciator from the default settings, it is suggested to activate Cisco IP Voice MediaStreaming application on a server without activating Cisco Unified Communications Manager.

The CPU performance is impacted by MOH when active callers are on hold or when multicast MOH audiostreams are configured.

Table 1: General Performance Results

CPU PerformanceConfiguration Notes

25–45% (7500 user OVA configuration)Dedicated MOH server, 1000 held calls, 500 MOHsources with greeting and periodic announcements.

25–45% (7500 user OVA configuration)Native call queuing with dedicated MOH server andannunciator server, 1000 queued calls, 500 MOHsources with greeting and periodic announcements.An annunciator can play up to 300 simultaneousgreeting announcements.

15–35% (7500 user OVA configuration)Dedicated MOH server, 500 held calls, 500 MOHsources with greeting and periodic announcements.

Table 2: Extrapolated Recommendations

Recommendation LimitConfiguration

MOH: 500 held callers, 100 MOH sources, and 48 to64 annunciator callers.

When Cisco IP Voice Media Streaming applicationis co-resident with Cisco Unified CommunicationsManager on 2500 OVA (moderate call processing).

MOH: 750 held callers, 250 MOH sources, and 250annunciator callers.

When Cisco IP Voice Media Streaming applicationis a dedicated server on 2500 OVA.

MOH: 500 held callers, 250 MOH sources, and 128annunciator callers.

When Cisco IP Voice Media Streaming applicationis co-resident with Cisco Unified CommunicationsManager on 7500/10K OVA (moderate callprocessing).

MOH: 1000 held callers, 500 MOH sources, and300-700 annunciator callers (with 1 MOH codec).

Reduce annunciator to 300 for two MOHcodecs.

Note

When Cisco IP Voice Media Streaming applicationis a dedicated server on 7500/10K OVA.

These recommendations are specific to MOH/ANN devices. If you combine these devices with the softwaremedia termination point (MTP) and call forward busy (CFB) devices, reduce the limits to provide streams.

Note

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Music On HoldPerformance Impact of Media Devices with Services

Configuration Limitations for Capacity PlanningThe Cisco IP Voice Media Streaming application and Self Provisioning IVR services use a media kerneldriver to create and control Real-time Transfer Protocol (RTP) streams. This media kernel driver has a capacityof 6000 streams. These streams allow the media devices and IVR to make resource reservations.

These reservations are based on the following capacity calculations:

CapacityMedia Device

(Call Count service parameter) * 3

Where 3 indicates total of receiving (RX) and transmitting (TX) calls forendpoint and 1 for .wav file.

Annunciator


Where 2 indicates total streams of RX and TX endpoints.

Software Conference Bridge


Where 2 indicates total streams of RX and TX endpoints.

SoftwareMedia TerminationPoint

((MaximumHalf Duplex Streams) * 3) + (501 * 2 * [number of enabledMOHcodecs])

Where:

• (Maximum Half Duplex Streams) is a configuration setting on the MOHdevice configuration administration web page.

• 3 indicates total steams of RX, TX, and greeting announcement .wavfile.

• 501 indicates the maximum number of Music On Hold (MOH) sources.

• 2 indicates music .wav stream and possible multicast TX stream.

• [number of enabled MOH codecs] is based on how many MOH codecsare enabled in the Cisco IP Voice Media Streaming application serviceparameters.

Music On Hold

(500 * 2)

Where 500 indicates callers, and 2 indicates total streams from RX and TXstreams.

Self Provisioning IVRService

Hence, to enable MOH to support a maximum of 1000 callers, use the following equation: 1000 * 3 +501 * 2 * 1 = 4002 driver streams with one enabled codec and 1000 * 3 +501 * 2 * 2 =5004 with two enabled codecs. Reduce the remaining devices and deactivate the Self Provisioning IVRservice to limit total reservations to 6000, which allows the MOH device to make these reservations. It mayalso require that you do not activate the Self Provisioning IVR service on the same server with Cisco IP VoiceMedia Streaming application.

If configuration settings of the media devices exceed the capacity of the media device driver, the media devicesthat register with the device driver first will be able to reserve their required stream resources. The mediadevices that register later are restricted to fewer than requested stream resources. The later registered media

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Music On HoldConfiguration Limitations for Capacity Planning

devices result in logging some alarm messages and automatically reducing the call count for the restrictedmedia device.

Amedia kernel driver with a capacity of 6000 streamsmight not support that many simultaneous media deviceconnections.

Note

Interwork External Multicast MOH to Unicast MOHWith this release, you can configure a Cisco Unified Survivable Remote Site Telephony (SRST) router as anaudio source. This router provides multicast MOH audio for devices that are capable of multicast reception.In this approach, devices act as if Cisco Unified Communications Manager is sending the multicast MOHaudio. However, devices that are capable of only the unicast reception cannot hear the MOH audio that anexternal MOH source (for example, Cisco Unified SRST router) sends. Examples of devices that are capableof unicast reception only can be public switched telephone network (PSTN) phones, destination to sessionborder controllers (SBC), and Session Initiation Protocol (SIP) trunks.

In this release of Cisco Unified Communications Manager, this feature is enhanced to receive multicast MOHaudio from an external audio source and send it as unicast MOH audio. Cisco Unified CommunicationsManager uses this feature to play multicast MOH audio as unicast MOH for the devices that are capable ofunicast MOH reception only. Examples of an external MOH audio source can be a Cisco Unified SRST routeror software that can send multicast MOH audio.

An administrator configures the fields for this feature from Cisco Unified CM AdministrationMusic OnHold Audio Source Configuration window.

• This feature has no impact on existing functionality of playing multicast MOH audio using an externalaudio source for the devices that are capable of multicast reception.

• For the unicast media connection, Cisco Unified CommunicationsManagerMOHServer plays the initialannouncement and periodic announcement even if you configure the MOH audio source with externalmulticast source.

Note

Configuration Tips for the Codec-Specific Inbound Audio Stream

Configure an external multicast audio source, such as Cisco Unified SRST router, toMOH server for streamingthe required audio feed.

To configure an external multicast audio source, such as a Cisco Unified SRST router, configure the SourceIPv4Multicast Address and Source Port Number fields in theMOHAudio Source Configurationwindow.

• Cisco Unified Communications Manager listens to multicast G.711 mu-law stream on external multicastIP address and port that you configured on theMOH Audio Source configuration window. An MOHserver can transcode between the G.711 mu-law or a-law or L16 256K wideband MOH codecs. Theexternal multicast RTP stream uses G.711 mu-law codec for MOH as a source for G.711 mu-law or a-lawor L16 256KwidebandMOH codecs. For G.711 a-law andwideband calls, CiscoUnified CommunicationsManagerMOH server transcodes the inboundG.711mu-law stream to outboundG.711 a-law or widebandstream before sending it to the device.

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Music On HoldInterwork External Multicast MOH to Unicast MOH

• Cisco Unified Communications Manager listens to multicast G.729 stream on external multicast IP andport value added with four that is configured on theMOH audio source configuration window. Forexample, if you configure an MOH audio Source with 239.1.1.1:16384, Cisco Unified CommunicationsManager listens to G.711 mu-law stream on 239.1.1.1:16384 and G.729 stream on 239.1.1.1:16388 (portvalue added with four). AnMOH server cannot transcode for G.729 codecs. Callers who are using MOHG.729 codec require an external multicast RTP stream using G.729 or G.729a codec.

Music On Hold Prerequisites• A Cisco Unified Communications Manager system that is configured to use the Music On Hold (MOH)streams that the MOH server provides when a call is placed on hold.

• Before you configure multicast, ensure that you configure MOH server and audio sources. If you wantto use fixed audio source, configure it before you configure multicast.

Music On Hold Configuration Task FlowBefore you begin

• Review Music On Hold Prerequisites, on page 6

Procedure

PurposeCommand or Action

Enable the Music On Hold service.Enable Music On Hold. See Enable Music onHold, on page 8.

Step 1

Stream Music on Hold from Music On Holddata source files that are stored on their disksor external audio source.

Configure Music On Hold server. SeeConfigure Music On Hold Server, on page 8.

Step 2

Configure MOH audio. See Music On HoldAudio Source Configuration, on page 12, andperform the following subtasks:

Step 3 • Upload a Music On Hold audio file tomake it available for use as a Music onHold audio source.

• Upload an MOH audio file. See UploadMusic On Hold Audio File, on page 12.

• Convert the Music On Hold file to theappropriate formats for use by the MusicOn Hold server.• Convert MOH Files. See Convert Music

On Hold Files, on page 13.• To place on-net and off-net users on hold(end user hold or network hold) withmusic streamed from a streaming source.

• Configure MOH audio source. SeeConfigureMusic On Hold Audio Source,on page 14.

Configure the fixed MOH audio source inaddition to the file stream sources.

(Optional) Configure fixedMOHaudio source.See Configure Fixed Music On Hold AudioSource, on page 19.

Step 4

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Music On HoldMusic On Hold Prerequisites


Define logical groupings of media servers.Configure Media Resource Group. SeeConfigure Media Resource Group, on page21.

Step 5

Specify a list of prioritized media resourcegroups.

Configure Media Resource Group list. SeeConfigure Media Resource Group List, onpage 22.

Step 6

View a list of Music On Hold audio files thatare stored on the system.

View MOH audio file. See View Music onHold Audio File, on page 23.

Step 7

Enable security for Music On Hold devicesthrough theCluster SecurityMode enterpriseparameter.

Enable security forMOH. See Enable Securityfor Music On Hold, on page 24.

Step 8

When you enable the Cisco UnifiedCommunications Manager cluster or system

(Optional) Enable secured MOH throughSRTP. See Enable Secured Music On Holdthrough SRTP, on page 25.

Step 9

for security, theMOH server registers with theCisco Unified Communications Manager asan SRTP-capable device.

Configure the various Cisco UnifiedCommunications Manager services to allow

Configure multicast by performing thefollowing subtasks:

Step 10

multicasting. For details on unicast and• Plan MOH Server capacity. See PlanMusic On Hold Server Capacity, on page27.

multicast audio sources, see Unicast andMulticast Audio Sources, on page 26.

• Verify Music On Hold serviceparameters. See Verify Music On HoldService Parameters, on page 28.

• ConfiguremulticastMusic OnHold audiosources or fixed MOH audio source. SeeConfigure Multicast Music On HoldAudio Sources/Fixed MOH AudioSource, on page 28.

• Configure multicast Music On Holdserver. See Configure Multicast MusicOn Hold Server, on page 29.

• Configure a multicast-enabled mediaresource group. See Configure aMulticast-Enabled Media ResourceGroup, on page 30.

• Configure multicast Music On Hold overH.323 intercluster trunks. See ConfigureMulticast Music On Hold over H.323Intercluster Trunks, on page 31.

Reset or restart a music on hold server forchanges to take effect, if required.

(Optional) Reset or restart a Music On Holdserver. See Reset or Restart a Music On HoldServer, on page 31.

Step 11

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Music On HoldMusic On Hold Configuration Task Flow


Apply configuration to the selected music onhold servers.

(Optional) SynchronizeMusic OnHold server.See Synchronize Music On Hold Server, onpage 32.

Step 12

Enable Music on HoldWhen you install Cisco Unified Communications Manager, the Cisco IP Voice Media Streaming applicationis installed automatically. However, you need to enable the Music On Hold feature to use it.

During installation, Cisco Unified CommunicationsManager installs and configures a default Music On Holdaudio source. Music On Hold functionality can proceed by using the default audio source.

Note

Procedure

Step 1 In Cisco Unified Serviceability, choose Application > Serviceability Webpage, and enter a valid usernameand password.

Step 2 Choose Tools > Service Activation.The Service Activation window appears.

Step 3 Choose a server from the Server drop-down list.Step 4 From the CM Services section, check the Cisco IP Voice Media Streaming App check box.

The Music On Hold service is enabled.

What to do next

Configure Music On Hold Server, on page 8

Configure Music On Hold Server

Before you begin

• Enable Music on Hold, on page 8.

• Make sure one or multiple Music On Hold (MOH) servers are available.

The Cisco Unified Communications Manager MOH server is automatically added when the Cisco IP VoiceMedia Streaming Application service is activated.

Note

Music On Hold8

Music On HoldEnable Music on Hold

Procedure

Step 1 In the Cisco Unified CM Administration, chooseMedia Resources >Music On Hold Server.The Find and List Music On Hold Servers window appears.

Step 2 Choose the two drop-down list boxes to search for a music on hold server.Step 3 Choose the Music On Hold server that you want to update.

TheMusic On Hold (MOH) Server Configuration window appears.Step 4 Configure the fields from theMusicOnHold (MOH) ServerConfigurationwindow. See the Related Topics

section for more information about the fields and their configuration options.Step 5 Click Save.

TheMusic OnHold server is updated in the database.When a server is updated, Cisco Unified CommunicationsManager adds the media termination point, conference bridge, annunciator, and Music On Hold devices tothe database.

What to do next

Configure Music On Hold Audio. Perform the following procedures:

• Upload Music On Hold Audio File, on page 12

• Convert Music On Hold Files, on page 13

• Configure Music On Hold Audio Source, on page 14

Related TopicsMusic On Hold Server Fields for Music On Hold, on page 9

Music On Hold Server Fields for Music On Hold

Table 3: Device Information

DescriptionField

Displays the registration information of the device.Registration

Displays the IPv4 address.IPv4 Address

Displays the IPv6 address.IPv6 Address

If the device is trusted, a green checkmark appears.Device is trusted

Displays the IP address of the existing host server.Host Server

Enter a unique name for the MOH server. The name can comprise up to 15characters. You can form the name by using letters, numbers, spaces, dashes,dots (periods), and underscores.

Music On Hold ServerName

Enter a description for the MOH server. The description can include up to 50characters. Ensure that this field does not contain ampersand (&), double quotes(“), brackets ([]), less than (<), greater than (>), or the percentage (%).

Description

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Music On HoldMusic On Hold Server Fields for Music On Hold

DescriptionField

Choose a device pool for the Music On Hold server from the drop-down arrowand choose a device pool from the list that appears.

Device Pool

Use locations to implement call admission control (CAC) in a centralizedcall-processing system. CAC enables you to regulate audio quality and videoavailability by limiting the amount of bandwidth that is available for audio andvideo calls over links between locations. The location specifies the total bandwidththat is available for calls to and from this location.

From the drop-down list, choose the appropriate location for this MOH server.

The Hub_None location field indicates that the locations feature does not keeptrack of the bandwidth that this MOH server consumes. The Phantom locationfield indicates a location that enables successful CAC across intercluster trunksthat use H.323 or SIP protocol.

To configure a new location, use the System > Location menu option.

Location

Enter a number in this required field for the maximum number of unicast MusicOn Hold streams that this Music On Hold server supports. This value determinesthe maximum number of devices that can be on unicast Music On Hold that isstreamed from this Music On Hold server at any given time. Valid values rangefrom 0 to 1000.

Maximum Half DuplexStreams

Enter a number in this required field for the maximum number of multicast MusicOn Hold streams that this Music On Hold server supports. This value determinesthe maximum number of devices that can be on multicast music on hold that isstreamed from this Music On Hold server at any given time. Valid values rangefrom 1 to 999999.

Maximum Multi-castConnections

Enter the device name of the fixed audio source device. This device serves as theper-server override that is used if the server has a special sound device installed.

Fixed Audio SourceDevice

Music On Hold10


DescriptionField

From the drop-down list, enable or disablewhether CiscoUnified CommunicationsManager inserts a trusted relay point (TRP) device with this media endpoint.Choose one of the following values:

• Off—Disables the use of a TRP with this device.

• On—Enables the use of a TRP with this device.

A trusted relay point (TRP) device designates anMedia Transfer Protocol (MTP)or transcoder device that is labeled as Trusted Relay Point.

Cisco Unified CommunicationsManager places the TRP closest to the associatedendpoint device if more than one resource is needed for the endpoint (for example,a transcoder or RSVPAgent).

If both TRP and MTP are required for the endpoint, TRP is used as the requiredMTP.

If both TRP and RSVPAgent are needed for the endpoint, Cisco UnifiedCommunications Manager first tries to find an RSVPAgent that can also be usedas a TRP.

If both TRP and transcoder are needed for the endpoint, Cisco UnifiedCommunications Manager first tries to find a transcoder that is also designatedas a TRP.

Use Trusted Relay Point

Use this required field to choose a run flag for the Music On Hold server. To doso, click the drop-down arrow and choose Yes or No. Choosing No disables themusic on hold server.

Run Flag

Table 4: Multicast Audio Source Information

DescriptionField

Check or uncheck this check box to enable or disable the multicast of audiosources for this Music On Hold server.

If this MOH server belongs to a multicast media resource group, amessage asks you to enable multicast on this MOH server or to updatethe specified media resource groups either by removing this MOHserver or by changing the multicast field of each listed group.

Note

Enable Multicast AudioSources on this MOHServer

If multicast support is needed, enter the base multicast IP address in this field.Valid IP addresses for multicast range from 224.0.1.0 to 239.255.255.255.

IP addresses between 224.0.1.0 and 238.255.255.255 are in the reservedrange of IP multicast addresses for public multicast applications. Useof these addresses may interfere with existing multicast applicationson the Internet. We strongly recommend using IP addresses that arein the range that is reserved for administratively controlled applicationson private networks (239.0.0.0 – 239.255.255.255).

Note

BaseMulticast IPAddress

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DescriptionField

If multicast support is needed, enter the base multicast port number in this field.Valid multicast port numbers include even numbers that range from 16384 to32766.

Base Multicast PortNumber

Click Port Number to increment multicast on port number.

Click IP Address to increment multicast on IP address.

Use multicast by incrementing IP address as the preferred method infirewall situations. This results in a unique IP address for eachmulticastaudio source and helps to avoid network saturation.

Note

Increment Multicast on

Table 5: Selected Multicast Audio Sources

DescriptionField

This field designatesMusic On Hold audio stream number that is associated witha particular multicast audio source. Only audio sources that are defined as allowingmulticasting appear.

No.

This field designates the name of the audio source that is defined to allowmulticasting.

Audio Source Name

For each multicast audio source, enter the maximum number of router hopsthrough which multicast packets should pass. Valid values range from 1 to 127.

Using high values can lead to network saturation. This field also getsidentified as Time to Live.

Note

Max Hops

Music On Hold Audio Source Configuration• Upload Music On Hold Audio File, on page 12



• Configure Fixed Music On Hold Audio Source, on page 19

Upload Music On Hold Audio FileWhen you upload an audio file, it is available for use as a Music On Hold audio source. If you use theMediaResources >Music On Hold Audio Source menu option to add a new audio source, the addition makes thenewly uploaded audio file available in the MOH Audio Source File drop-down list.

You must upload Music On Hold audio source files to each MOH server.Note

Music On Hold12

Music On HoldMusic On Hold Audio Source Configuration

Before you begin

Configure Music On Hold Server, on page 8

Procedure

Step 1 In the Cisco Unified CM Administration, chooseMedia Resources >MOH Audio File Management.

The Music On Hold Audio File Management window appears.

Step 2 Click Upload File.

The Upload File popup window appears.

Step 3 If you know the path to a file that specifies an audio file, enter the path in the File field. If you do not knowthe path and file name, search for the audio file by clicking Browse to the right of the File field. After youfind the audio file, click the desired audio file and click Open.The path to the chosen audio file appears in the File field of the Upload File popup window.

Step 4 Click Upload to upload the specified audio file.

After the audio file gets uploaded, the Upload Result window shows the result of the upload.

The uploading procedure uploads the file to the Cisco Unified Communications Manager serverand performs audio conversions to create codec-specific audio files for MOH. Depending on thesize of the original file, processing may take several minutes to complete.

Note

Uploading an audio source file to an MOH server uploads the file only to one MOH server. Youmust upload an audio source file to each MOH server or each server in a cluster by using CiscoUnified Communications Manager Administration on each server. MOH audio source files do notautomatically propagate to other MOH servers in a cluster.

Note

Step 5 (Optional) Click Close to close the Upload Result window.

What to do next



Convert Music On Hold FilesWhen you import an audio source file, Cisco Unified CommunicationsManager processes the file and convertsthe file to the proper formats for use by the Music On Hold server.

These are some examples of a valid input audio source files:

• 16-bit PCM .wav file

• Stereo or mono

• Sample rates of 48 kHz, 44.1 kHz, 32 kHz, 16 kHz, or 8 kHz

Music On Hold13

Music On HoldConvert Music On Hold Files

Before you begin

Upload Music On Hold Audio File, on page 12

What to do next


Configure Music On Hold Audio SourcePerform the following procedure to add or update a Music On Hold audio source, to associate an existingaudio source with an audio stream number, or to upload a new custom audio source.

If a new version of an audio source file is available, perform the update procedure to use the new version.Note

Procedure

Step 1 From Cisco Unified CM Administration, chooseMedia Resources >Music On Hold Audio Source.

The Find and List Music On Hold Audio Sources window appears.

Step 2 Enter search criteria to update an existing audio source. To list all records in the database, ensure that thedialog box is empty. Click Find.

Step 3 Click Add New to add a new Music On Hold audio source.Step 4 Configure the fields in theMusic On Hold Audio Source Configuration window.

Music On Hold14

Music On HoldConfigure Music On Hold Audio Source

• For the Audio Stream Number, choose from a list of available MOH source numbers that arenot already provisioned. You can provision Audio source number 51 in the MOH Fixed AudioSource menu.

• The MOH Audio Source File drop-down list displays all the MOH source files that have beenuploaded and are available for assignment to an MOH Audio Stream Number.

• TheMOHAudio Source Name is available to provide a description for thisMOHAudio SourceNumber.

• The Initial Announcement is optional and the drop-down list shows the available announcements.You can use the Announcements menu to add new custom greeting announcements or changethe audio .wav file that is associated with an announcement.

• If you have to use the MOH Audio Source with the Native Call Queuing feature, the InitialAnnouncement may be configured to be played before routing to a hunt member. Use thePlayed before routing to Hunt Member option in the Native Call Queuing feature by usingan Annunciator. If you select the Play when call is queued option for configuring the InitialAnnouncement or if you are not using the MOH Audio Source with Native Call Queuing, theinitial announcement is played to the queued or held caller by the MOH device when the calleris queued or placed on hold.

• Use the Periodic Announcement option to choose an announcement to be played on a periodicbasis while callers are listening to the MOH Audio Source File.

• Use the Locale Announcement configuration to choose which language to be used for theannouncements if you have provisioned multiple language announcements. A MOH AudioSource supports only one language (locale).

Note

Step 5 Click Save.The list box at the bottom of the window shows the new Music On Hold audio source. The MOH AudioSource File Status pane shows the MOH audio translation status for the added source.

Audio Source Fields for Music On Hold

Table 6: Music On Hold Audio Source Information

DescriptionField

Use this field to choose the stream number for this MOH audio source. Click thedrop-down arrow and choose a value from the list. For existing MOH audiosources, the value appears in the MOH Audio Source title.

MOH Audio StreamNumber

Use this field to choose the file for this MOH audio source. Click the drop-downarrow and choose a value from the list.

MOH Audio Source File

Enter a unique name in this field for the MOH audio source. This name includesup to 50 valid characters, such as letters, numbers, spaces, dashes, dots (periods),and underscores.

MOH Audio SourceName

Check this check box to specify that the selected MOH audio source allowsmulticasting.

Allow Multicasting

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Music On HoldAudio Source Fields for Music On Hold

DescriptionField

This pane displays the following information about the source file for the selectedMOH audio source:

• InputFileName

• ErrorCode

• ErrorText

• DurationSeconds

• DiskSpaceKB

• LowDateTime

• HighDateTime

• OutputFileList

• MOH Audio Translation completion date

OutputFileList includes information on ULAW, ALAW, G.729, andWideband wav files and status options.

Note

MOH Audio Source FileStatus

Table 7: Announcement Settings

DescriptionField

Choose an initial announcement from the drop-downlist.

To select MoH with no initialannouncement, choose the Not Selectedoption.

Note

Click the View Details link to view the followingInitial Announcement information:

• Announcement Identifier

• Description

• Default Announcement

Note • Played byMOH server only when theAudio Source has “AllowMulti-casting” unchecked and “InitialAnnouncement Played” set to 'Onlyfor queued calls'.

• Played by ANN if “AllowMulti-casting” is checked or if “InitialAnnouncement Played” is set to'Always.'

Initial Announcement

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DescriptionField

Choose one of the following to determine when toplay the initial announcement:

• Play announcement before routing to HuntMember

• Play announcement if call is queued

Initial Announcement Played

Choose a periodic announcement from the drop-downlist.

To select MoH with no periodicannouncement, choose the Not Selectedoption.

Note

Click the View Details link to view the followingPeriodic Announcement information:


• Description


TheMOH server always plays the periodicannouncement regardless of other settings.

Note

Periodic Announcement

Enter a value (in seconds) that specifies the periodicannouncement interval. Valid values are 10 to 300.The default value is 30.

Periodic Announcement Interval

Locale Announcement depends upon the localeinstallation package that has been installed.

Note • Prompts played by MOHwill use thesetting for Locale Announcement.

• Prompts played by ANN will use theUser Locale of the calling party.

Locale Announcement

Music On Hold17


Table 8: Music On Hold Audio Sources

DescriptionField

This list box shows the MOH audio source that youadd. Select the audio stream number of anMOH audiosource to configure that MoH audio source.

Audio source ID is an ID that represents an audiosource in theMusic OnHold server. The audio sourcecan include either a file on a disk or a fixed devicefrom which a source stream Music On Hold serverobtains the streaming data. An MOH server cansupport up to 51 audio source IDs. Each audio source,represented by an audio source ID, can stream asunicast and multicast mode, if needed.

If you select <None> , the system defaultMoH audio source service parameter(Default Network Hold MoH AudioSource ID) is used for the MoH audiosource.

Note

(list of MoH audio sources)

To upload an MOH audio source file that does notappear in the drop-down list, click Upload File. Inthe Upload File window, either enter the path of anaudio source file or navigate to the file by clickingBrowse. After you locate the audio source file, clickthe Upload File button to complete the upload. Afterthe audio file gets uploaded, the Upload Resultwindow displays the result of the upload. ClickCloseto close this window.

When you upload a file, the file is uploadedto the Cisco Unified CommunicationsManager server and performs audioconversions to create codec-specific audiofiles for MOH. Depending on the size ofthe original file, processing may takeseveral minutes to complete.

Note

Uploading an audio source file to anMOHserver uploads the file only to one MOHserver. You must upload an audio sourcefile to each MOH server in a cluster byusing Cisco Unified CommunicationsManager Administration on each server.MOH audio source files do notautomatically propagate to other MOHservers in a cluster.

Note

Upload File

Music On Hold18


Configure Fixed Music On Hold Audio SourceThe Music On Hold server supports one fixed-device stream source in addition to the file stream sources.This source represents the fixed audio source, which you configure in the Fixed MOH Audio SourceConfiguration window. The fixed audio source originates from a fixed device that uses the local computeraudio driver.

For each cluster, you may define one fixed audio source. You must set up the fixed audio source that isconfigured per cluster on each MOH server.

Before you begin





Procedure

Step 1 In the Cisco Unified Communications Manager Administration, chooseMedia Resources > Fixed MOHAudio Source.

The Fixed MOH Audio Source Configuration window appears.

Step 2 Configure the fields in the FixedMOHAudio Source Configurationwindow. See the Related Topics sectionfor more information about the fields and their configuration options.

Step 3 Click Save.

What to do next

Configure Media Resource Group, on page 21

Related TopicsFixed Music on Hold Audio Source Fields for Music On Hold, on page 19

Fixed Music on Hold Audio Source Fields for Music On Hold

Table 9: Fixed MOH Audio Source Information

DescriptionField

This field displays the stream number for this fixedMOH audio source.

Source ID

Music On Hold19

Music On HoldConfigure Fixed Music On Hold Audio Source

DescriptionField

Enter a unique name in this field for the fixed MOHaudio source. This name can comprise up to 50characters. Valid characters include letters, numbers,spaces, dashes, dots (periods), and underscores.

For virtual servers, the fixed Music OnHold device cannot specify an audio sourcethat connects through a Universal SerialBus (USB), because Cisco UnifiedCommunicationsManager does not supportUSB when running on VMware. InternalMusic On Hold is supported on VMware.

Note

Name

Check this check box to specify that this fixed MOHaudio source allows multicasting.

Allow Multi-casting

To enable this fixed MOH audio source, check thischeck box.

Enable (If checked, Name is required.)

Table 10: Announcement Settings for Held and Hunt Pilot Calls

DescriptionField

Choose an initial announcement from the drop-downlist box.

To select MOH with no initialannouncement, choose the default option,which is Not Selected.

Note

Select View Details to view the following InitialAnnouncement information:


• Description


To disable Initial Announcementcompletely, set Initial Announcement toNot Selected and set InitialAnnouncement Played to Only forQueued Calls.

Note

Initial Announcement

Choose one of the following options from thedrop-down list:

• Play announcement before routing to HuntMember

• Play announcement if call is queued

Initial Announcement for queuing-enabled Hunt Pilotcalls

Music On Hold20

Music On HoldFixed Music on Hold Audio Source Fields for Music On Hold

DescriptionField

Choose a periodic announcement from the drop-downlist:

To select MOH with no periodicannouncement, choose the default option,which is Not Selected.

Note

Click the View Details link to view the followingPeriodic Announcement information:


• Description


Periodic Announcement

Enter a value (in seconds) that specifies the periodicannouncement interval. Valid values specify 10 to300. The default value is 30.

Periodic Announcement Interval

Locale Announcement depends upon the localeinstallation package that has been installed.

Locale Announcement

Configure Media Resource GroupMedia Resource Group is a logical grouping of media servers. You may associate a media resource groupwith a geographical location or a site, as required. You can also form media resource groups to control serverusage, or unicast or multicast service type.

Before you begin





(Optional) Configure Fixed Music On Hold Audio Source, on page 19

Procedure

Step 1 In the Cisco Unified CM Administration, chooseMedia Resources >Media Resource Group.Step 2 Click Add New if you have to configure a new Media Resource Group.

TheMedia Resource Group Configuration window appears.Step 3 Enter search parameters to find a Media Resource Group if you have to configure an existingMedia Resource

Group.

Music On Hold21

Music On HoldConfigure Media Resource Group

The system displays the records that match all the criteria in theMedia Resource Group Configurationwindow.

Step 4 Configure the following fields in theMedia Resource Group Configuration window:

• Name—Enter a name for the media resource group.

• Available Media Resources—From this list, select one or multiple media resources.

• Selected Media Resources—Using the arrow key, select one or multiple media resources to use formulticasting.

Step 5 Click Save.This media resource group is then configured to be a member of a Media Resource Group List (MRGL). TheMRGL is associated with devices, such as phones.

What to do next

Configure Media Resource Group List, on page 22

Configure Media Resource Group ListMedia Resource Group List lists the prioritized media resource groups. An application can select requiredmedia resources from among ones that are available according to the priority order that is defined in a mediaresource group list.

• Held parties determine the media resource group list that a Cisco Unified CommunicationsManager usesto allocate a Music On Hold resource.

• Following are the two levels of prioritized media resource group list selection:

• Level two media resource group list—Provides the higher priority level, which is device based.Cisco Unified Communications Manager uses the media resource group list at the device level ifthis media resource group list is defined.

• Level one media resource group list—Provides the lower priority level, which is an optionalDevicePool parameter. Cisco Unified Communications Manager uses the DevicePool level mediaresource group list only if no media resource group list is defined in the device level for that device.

• If no media resource group lists are defined, Cisco Unified Communications Manager uses the systemdefault resources. System default resources comprise resources that are not assigned to any existingmedia resource group. Ensure that system default resources are unicast.

Before you begin

Configure Media Resource Group, on page 21

Procedure

Step 1 In Cisco Unified CM Administration, chooseMedia Resources >Media Resource Group List.Step 2 Click Add New if you have to configure a new Media Resource Group List.

Music On Hold22

Music On HoldConfigure Media Resource Group List

TheMedia Resource Group List Configuration window appears.Step 3 Enter search parameters to find a Media Resource Group List if you have to configure an existing Media

Resource Group List.The system displays the records that match all the criteria.

Step 4 Configure the following fields in theMedia Resource Group List Configuration window:

• Name—Enter a name for the media resource group list.

• Available Media Resource Groups—From this list, select one or multiple media resource groups.

• SelectedMedia Resource Groups—Using the arrow key, select one or multiple media resource groups.

Step 5 Click Save.

What to do next

View Music on Hold Audio File, on page 23

View Music on Hold Audio FilePerform the following procedure to view music on hold audio files that are stored on the system.

Before you begin

Configure Media Resource Group List, on page 22

Procedure

Step 1 In Cisco Unified CM Administration, chooseMedia Resources >MOH Audio File Management.TheMusic On Hold Audio File Management window appears.

Step 2 View the following information for each record:

• Check box—If the audio file can be deleted, a check box appears before the File Name column.

• File Name—This column displays the audio file name.

• Length—This column displays the audio file length in minutes and seconds.

• File Status—This column displays one of the following statuses of an audio file:

• Translation Complete—This status appears after a file is uploaded successfully and is availablefor use as audio files for a music on hold audio source.

• In Use—This status appears after you add a Music On Hold audio source that uses this audio fileas its MOH audio source file.

You cannot a delete a file with In Use status.Note

Music On Hold23

Music On HoldView Music on Hold Audio File

What to do next

Enable Security for Music On Hold, on page 24

Enable Security for Music On HoldYou can enable the security mode of an MOH server in a cluster. Select a value in theCluster SecurityModeenterprise parameter so that the Music On Hold devices are automatically enabled for security. Enter one ofthe following values for this parameter:

• 0—Implies Non Secure, which means that the cluster allows the phones to register with no security.

• 1—Implies Mixed, which means that the cluster allows the registration of both secure devices andnon-secure devices.

The Cluster Security Mode enterprise parameter is a noneditable parameter. To change the cluster securitymode, you must run the Certificate Trust List (CTL) Client plugin. Then, you must restart Cisco UnifiedCommunications Manager for the parameter change to take effect.

Note

Before you begin

View Music on Hold Audio File, on page 23

Procedure

Step 1 In Cisco Unified CM Administration, choose System > Enterprise Parameters.Step 2 In the Security Parameters section, set the Cluster Security Mode option to 1.

What to do next

(Optional) Enable Secured Music On Hold through SRTP, on page 25

Configure multicast by performing the following subtasks:

• Plan Music On Hold Server Capacity, on page 27

• Verify Music On Hold Service Parameters, on page 28

• Configure Multicast Music On Hold Audio Sources/Fixed MOH Audio Source, on page 28

• Configure Multicast Music On Hold Server, on page 29

• Configure a Multicast-Enabled Media Resource Group, on page 30

• Configure Multicast Music On Hold over H.323 Intercluster Trunks, on page 31

Music On Hold24

Music On HoldEnable Security for Music On Hold

Enable Secured Music On Hold through SRTPCisco Unified Communications Manager enhances the Cisco IP Voice Media Streaming application serviceto support Secure Real-Time Protocol (SRTP). Hence, when you enable the Cisco Unified CommunicationsManager cluster or system for security, theMOH server registers with Cisco Unified CommunicationsManageras an SRTP capable device. If the receiving device is also SRTP-capable, the music media is encrypted beforestreaming to the receiving device.

In a secure mode, the Cisco Unified Communications Manager Administration device page for Music OnHold displays a Device is trusted message with a green check box, indicating that it is a trusted device.

Note

Before you begin

Enable Security for Music On Hold, on page 24

Procedure

Step 1 In the Cisco Unified CM Administration, choose System > Enterprise Parameters.Step 2 In Enterprise Parameters window, set the Cluster Security Mode parameter toMixed Mode.

The media streaming between the devices is done through SRTP. When calls are secure, an iconwith a secured lock appears on the Cisco Unified IP Phone, indicating that the call is protected forboth signaling and media.

Note

This parameter indicates the security mode of the cluster. A value of 0 indicates Non Secure (phones registerin nonsecure mode); 1 indicatesMixed (the cluster allows the registration of both secure devices and nonsecuredevices). Because this parameter is read-only, to change the cluster security mode, you must run the CTLClient plugin.

Step 3 Click Save, and restart Cisco Unified Communications Manager for the parameter change to take effect.

What to do next








Music On Hold25

Music On HoldEnable Secured Music On Hold through SRTP

Unicast and Multicast Audio SourcesUnicast Music On Hold is the system default option. However, you need to configure for multicast, if required.Both multicast and unicast configurations present the same audio-source behavior to held parties. Each audiosource is used once, and the stream is split internally and is sent to the held parties. The only difference betweenmulticast and unicast, in this case, is how the data is sent over the network.

Table 11: Differences Between Unicast and Multicast Audio Sources

Multicast Audio SourceUnicast Audio Source

Consists of streams that are sent from theMOH serverto a multicast group IP address. Endpoints that requestan MOH audio stream can join multicast MOH, asneeded.

Consists of streams that are sent directly from theMOH server to the endpoint that requests an MOHaudio stream.

A multicast MOH stream is a point-to-multipoint,one-way audio RTP stream between the MOH serverand the multicast group IP address.

A unicast MOH stream is a point-to-point, one-wayaudio RTP stream between the server and the endpointdevice.

Enables multiple users to use the same audio sourcestream to provide MOH.

Unicast MOH uses a separate source stream for eachuser or connection. As more endpoint devices go onhold through a user or network event, the number ofMOH streams increases.

For multicast users, this announcement is not heard.An MOH audio source may be configured with aninitial (greeting) announcement, which will be playedto unicast held parties. For unicast MOH users, thisannouncement is heard from the beginning.

Multicast MOH conserves system resources andbandwidth.

The additional MOH streams can have a negativeeffect on network throughput and bandwidth.

Can be problematic in situations in which a networkis not enabled for multicast or the endpoint devicesare incapable of processing multicast.

Extremely useful in networks in which multicast isnot enabled or devices are incapable of multicast.

Includes managing devices, IP addresses, and ports.Includes managing devices only.

Administrators must define at least one audio sourceto allow multicasting. To define Music On Holdservers for multicast, first define the server to allowmulticasting.

No requirement to define the Music On Hold server.

Functions only if both media resource groups andmedia resource group lists are defined to include amulticast Music On Hold server. For media resourcegroups, you must include aMusic On Hold server thatis set up for multicast. These servers are labeled as(MOH) [Multicast]. Also, check the Use MulticastforMOHAudio check box when you define a mediaresource group for multicast.

Functions without configuring MOH audio source,MOH server, or media resource group list.

Music On Hold26

Music On HoldUnicast and Multicast Audio Sources

The Multicast MOH Direction Attribute for SIP service parameter determines whether Cisco UnifiedCommunicationsManager sets the direction attribute of the Session Description Protocol (SDP) in its multicastMusic On Hold (MOH) INVITE message to sendOnly or recvOnly.

If your deployment uses SIP phone uses Release 8.4 and earlier for Cisco Unified IP Phones 7940 and 7960,or SIP phone uses Release 8.1(x) and earlier for Cisco Unified IP Phones 7906, 7911, 7941, 7961, 7970, and7971, set this parameter to sendOnly. Otherwise, leave this parameter set to the default value, recvOnly.

Note

Multicast Configuration

Plan Music On Hold Server CapacityIt is crucial to plan the capacity of the deployed and configured hardware and to ensure the support it canprovide for the anticipated call volume of the network. You need to know the hardware capacity for MOHresources and consider the implications of multicast and unicast MOH in relation to this capacity. Ensure thatnetwork call volumes do not exceed these limits. When MOH sessions reach these limits, an additional loadcan result in poor MOH quality, erratic MOH operation, or loss of MOH functionality.

Before you begin

• Enable Security for Music On Hold, on page 24

• (Optional) Enable Secured Music On Hold through SRTP, on page 25

Procedure

Step 1 In Cisco Unified CM Administration, chooseMedia Resources >Music on Hold Server.Step 2 In the Find and List Music On Hold Servers window, enter the search parameters and click Find.

The system displays the records that match all the criteria.Step 3 Check the check box of the MOH Server for which you want to plan the capacity.

TheMusic On Hold (MOH) Server Configuration window appears.Step 4 Configure the following fields in theMusic On Hold (MOH) Server Configuration window:

• MaximumHalf Duplex Streams—This parameter determines the number of devices that you can placeon unicast MOH. By default, this value is set to 250. Set this parameter to the value that is derived fromthe following formula:(Server and deployment capacity) – ([Number of multicast MOH sources] * [Number ofenabled MOH codecs])

The value of this parameter should be set according to the platform and deployment type (coresident orstandalone).

Regarding the maximum suggested number of MOH streams (250 MOH streams on CiscoMCS 7815 and 7825 Series and 500 MOH streams on Cisco MCS 7835 and 7845 Series) –Count each multicast audio source as two MOH streams. For example, for Cisco MCS 7835and 7845 Series, if three multicast MOH audio sources and four codecs are enabled, no morethan 476 unicast MOH streams should be generated at the same time (2 * 3 * 4 + 476 = 500).

Note

Music On Hold27

Music On HoldMulticast Configuration

• MaximumMulti-cast Connections—This parameter determines the number of devices that you canplace on multicast MOH. By default, this value is set to 30,000. Set this parameter to a value that ensuresthat all devices can be placed on multicast MOH, if necessary. Although the MOH server can generateonly a finite number of multicast streams (a maximum of 204), many held devices can join eachmulticaststream. This parameter should be set to a number that is greater than or equal to the number of devicesthat might be placed on multicast MOH at any given time.

Step 5 Click Save.The changes take place when the streaming to the device is idle.

What to do next

Verify Music On Hold Service Parameters, on page 28

Verify Music On Hold Service ParametersPerform the following procedure to verify the Music On Hold server and its service parameters:

Before you begin

Plan Music On Hold Server Capacity, on page 27

Procedure

Step 1 In Cisco Unified CM Administration, choose System > Service Parameters.The Service Parameter Configuration window appears.

Step 2 Select a server from the Server drop-down list.After you select a server, the Service field appears.

Step 3 Select a service from the Service drop-down list.The server and service parameters appear in the Service Parameter Configuration window.

Step 4 Verify the server and service parameters.

All the parameters apply only to the current server except the parameters that are in the cluster-widegroups.

Note

Step 5 Click Save.

What to do next

Configure Multicast Music On Hold Audio Sources/Fixed MOH Audio Source, on page 28

Configure Multicast Music On Hold Audio Sources/Fixed MOH Audio SourceFor multicast to be available, configure the Cisco Unified Communications Manager services to allowmulticasting on MOH audio sources or fixed MOH audio source.

Music On Hold28

Music On HoldVerify Music On Hold Service Parameters

Before you begin

Verify Music On Hold Service Parameters, on page 28

Procedure

Step 1 In Cisco Unified CM Administration, chooseMedia Resources >Music On Hold Audio Source.Step 2 Enter search parameters to find a Music On Hold audio source.

The system displays the records that match all the criteria.Step 3 In theMusic On Hold Audio Source Configuration window, check the Allow Multi-casting checkbox to

allow multicasting.Step 4 Click Save.

What to do next

Configure Multicast Music On Hold Server, on page 29

Configure Multicast Music On Hold ServerAfter you allow multicast Music On Hold (MOH) on audio sources, you must enable the MOH server formulticast Music on Hold.

When you use multicast MOH and when the devices that listen to multicast MOH streams are not in the sameIP network, you must enable multicast routing in the IP network. Take care when you enable the multicastrouting to avoid the potential flooding of parts of the network with wrongly sent multicast packets (specially,across WAN links). Disable multicasts on interfaces on which the multicast MOH packets are not requiredand use theMax Hops parameter.

To use multicast MOH when you use Media Resource Group and Media Resource Group Lists to implementmedia-resources access control and when you assign a multicast MOH server to a Media Resource Group,you must also enable multicast MOH for the Media Resource Group.

Note

Before you begin

Configure Multicast Music On Hold Audio Sources/Fixed MOH Audio Source, on page 28

Procedure

Step 1 In Cisco Unified CM Administration, chooseMedia Resources >Music On Hold Server.Step 2 Enter search parameters to find a Music On Hold server.

The system displays the records that match all the criteria.Step 3 In theMusic OnHold (MOH) Server Configurationwindow, check theEnableMulti-cast Audio Sources

on this MOH Server checkbox.The Base Multi-cast IP Address, Base Multi-cast Port Number, and Increment Multi-cast On fields arepopulated automatically. You can modify these values as desired.

Music On Hold29

Music On HoldConfigure Multicast Music On Hold Server

Step 4 (Optional) Configure the following fields in theMusic On Hold (MOH) Server Configuration window:

• Base Multi-cast IP Address—Enter the multicast IP addresses that range from 224.0.1.0 to239.255.255.255.

IP addresses between 224.0.1.0 and 238.255.255.255 fall in the reserved range of IP multicastaddresses for public multicast applications. Use of such addresses may interfere with existingmulticast applications on the Internet. Use IP addresses in the range that is reserved foradministratively controlled applications on private networks (239.0.0.0 - 239.255.255.255).

Note

• Base Multi-cast Port Number—Enter the multicast port numbers that include even numbers and rangefrom 16384 to 32766.

Increment multicast on IP address instead of on port number. Doing so results in eachmulticastaudio source to have a unique IP address and helps to avoid network saturation in firewallsituations.

Note

• Increment Multi-cast On—Click Port Number to increment multicast on port number or click IPAddress to increment multicast on IP address.

All MOH audio sources that you configure to allowmulticasting are listed in the SelectedMulticastAudio Sources section of theMusic On Hold (MOH) Server Configuration window.

Note

Step 5 Click Save.

What to do next

Configure a Multicast-Enabled Media Resource Group, on page 30

Configure a Multicast-Enabled Media Resource GroupMulticast Music On Hold (MOH) works only if you assign the Multicast-enabled MOH server to aMulticast-enabled Media Resource Group. Configure this Media Resource Group to be a member of a MediaResource Group List. Then, you can associate the Media Resource Group List with devices, such as phones.

Before you begin

• Assign a multicast-enabled MOH server to a multicast-enabled Media Resource Group for the multicastMOH to work.


Procedure

Step 1 In Cisco Unified CM Administration, chooseMedia Resources >Media Resource Group.Step 2 Enter search parameters to find a Media Resource Group.

The system displays the records that match all the criteria.Step 3 Configure the following fields in theMedia Resource Group Configuration window:

• Name—Enter a name for the media resource group

Music On Hold30

Music On HoldConfigure a Multicast-Enabled Media Resource Group

• Available Media Resources—From this list, select one or multiple media resources.• Selected Media Resources—Using the arrow key, select one or multiple media resources to use formulticasting.

Step 4 Check the Use Multi-cast for MOH Audio check box, if at least one multicast resource is available.Step 5 Click Save.

This media resource group is then configured to be a member of a Media Resource Group List (MRGL). TheMRGL is associated with devices, such as phones.

What to do next

Configure Multicast Music On Hold over H.323 Intercluster Trunks, on page 31

Configure Multicast Music On Hold over H.323 Intercluster TrunksUsing the multicast MOH over H.323 intercluster trunk feature, you can multicast MOH to work over H.323intercluster trunks (ICT).

Consider these guidelines for configuring multicast MOH:

• This feature does not work if any middle box between Cisco Unified Communications Managers doesnot pass the new fields in Terminal Capability Set (TCS) and OLC message.

• This feature requires no additional configuration for field up multicast MOH, and applies only betweenCisco Unified Communications Managers that support single-transmitter multicast.

• The feature remains active by default. To turn off the feature, set the value of the Send Multicast MOHinH.245 OLCMessage service parameter to False. Setting this value can resolve interoperability issuesthat the feature might cause.

Procedure

Step 1 In Cisco Unified CM Administration, choose System > Service Parameters.Step 2 In the Service Parameter Configuration window, select a server and the CallManager service.Step 3 In the Clusterwide Parameters (Service) section, set the value of Send Multicast MOH in H.245 OLC

Message service parameter to True.Step 4 Click Save.

Reset or Restart a Music On Hold ServerPerform the following procedure to reset or restart an existing Music On Hold server.

Before you begin




Music On Hold31

Music On HoldConfigure Multicast Music On Hold over H.323 Intercluster Trunks





Procedure

Step 1 In Cisco Unified CM Administration, chooseMedia Resources >Music On Hold Server.Step 2 Check the check box for the Music On Hold server that you want to reset, and click Reset.

A popup window shows an information message.Step 3 Click Restart to restart the Music On Hold server, or click Reset to reset the Music On Hold server.

What to do next

(Optional) Synchronize Music On Hold Server, on page 32

Synchronize Music On Hold ServerTo synchronize a Music on Hold Server with the most recent configuration changes, perform the followingprocedure. After you perform this procedure any outstanding configuration is applied in the least-intrusivemanner possible. For example, a reset or restart may not be required on few affected devices.

Procedure

Step 1 In Cisco Unified CM Administration, chooseMedia Resources >Music On Hold Server.Step 2 Enter search parameters to find a Music On Hold server, and click Find.

The system displays the search results for the records that match all the criteria.Step 3 Check the check boxes next to the Music On Hold servers that you want to synchronize. To select all MOH

servers in the window, check the check box in the matching records title bar.Step 4 Click Apply Config to Selected.Step 5 Click OK.

Music On Hold32

Music On HoldSynchronize Music On Hold Server

Music On Hold Interactions and Restrictions

Music On Hold InteractionsInteractionFeature

Using the multicastMOH over H.323 intercluster trunk feature, you canmulticastMOH to work over H.323 intercluster trunks (ICT). When a call connects overan intercluster trunk and one of the parties presses the Hold key, MOH streamsover the intercluster trunk. If you have turned on the multicast MOH and haveconfigured the holding party and trunk to use the multicast MOH server, MOHstreams with multicast. Only one multicast MOH stream streams over the trunkregardless of the number of calls that are put on hold on this trunk.

Multicast Music On Holdover H.323 InterclusterTrunks

The MOH server supports Cisco Unified Communications Manager lists andfailover as implemented by the software conference bridge andmedia terminationpoint. Upon failover, the systemmaintains connections to a backup Cisco UnifiedCommunications Manager, if available.

When a Music On Hold server fails during an active Music On Hold session, theheld party hears no music from this point. However, this situation does not affectnormal call functions.

Music On Hold Failoverand Fallback

Music On Hold allows users to place calls on hold with music that a streamingsource provides. Music On Hold allows two types of hold:

• User hold—The system invokes this type of hold when a user presses theHold button or Hold softkey.

• Network hold—This type of hold takes place when a user activates theTransfer, Conference, or Call Park feature, and the hold automatically getsinvoked. This hold type applies to directed call park because directed callpark is a transfer function. However, Directed Call Park uses the Cisco CallManager service parameter, Default Network HoldMOHAudio Source, forthe audio source.

Call Park and DirectedCall Park

Examples include RSVP Agent, TRP, Music On Hold (MOH), MTP, transcoder,and conference bridge.

Media resources are local to the visiting phone (other than RSVP Agents).

ExtensionMobility CrossCluster—Media resourcesfor the visiting phone

Cisco Unified Communications Manager supports MOH on a reverted call ifMOH is configured for a normal held call.

Hold Reversion

Music On Hold33

Music On HoldMusic On Hold Interactions and Restrictions

Music On Hold RestrictionsDescriptionRestriction

Computer Telephony Integration (CTI) andmedia termination point (MTP)devices do not support themulticastMusic OnHold feature. If you configureCTI or MTP devices with a multicast MoH device in the media resourcegroup list of the CTI device, call control issues may result. CTI and MTPdevices do not support multicast media streaming.

Multicast Music On HoldSupport

Multicast Music On Hold supports only IPv4. The Cisco IP Voice MediaStreaming Application, which is a component of Music On Hold, supportsboth IPv4 and IPv6 audio media connections for unicast Music On Hold.MulticastMusic OnHold supports IPv4 only. Devices with an IP addressingmode of IPv6 only cannot support multicast.

Internet Protocol Support

Cisco Unified Communications Manager does not support distribution offixed-device (hardware) audio sources acrossMusic OnHold servers withina media resource group.

Distribution of fixed-deviceaudio sources

Because the G.729a codec is designed for human speech, if you use it withMusic On Hold for music, it may not provide acceptable audio quality.

Unacceptable Audio Qualitywith G.729a codec

A Cisco Unified CommunicationsManager cluster or system supports onlyvirtualized deployments on CiscoUnified Computing System (UCS) serversor other Cisco-approved third-party server configurations. You cannot usethe Music On Hold feature with an external source (USB audio dongle) forthe nodes that provide MOH from an external source.

Cisco Unified CommunicationsManager System Support

The administrator can designate a Music On Hold server as either unicastor multicast, provided that resources exist to support multicast.

Multicast Support

Caller-specificMOH is not supported when calls are received or transferredover QSIG tunneling-enabled SIP trunks.

Caller-specific MOH Support

The Music On Hold feature does not support the MP3 format.MP3 Format Support

Multicast MOH does not support interoperability between H.323 and SIPprotocols.

Interoperability between H.323and SIP Protocols

Multicast MoH audio streams are not encrypted and do not support SRTP.SRTP Support

MTPs do not support multicast streams.Multicast Streams

Cisco Unified Communications Manager does not support encryption ofmulticastMusic OnHold RTP streams. For secureMOH audio, you shouldnot configure multicast audio sources.

Encryption of Multicast MusicOn Hold RTP Streams

The fixed Music On Hold device cannot specify an audio source thatconnects through a USB, because Cisco Unified CommunicationsManagerdoes not support USB when running on VMware. However, VMwaresupports internal Music On Hold.

Fixed Music On Hold Device

Music On Hold34

Music On HoldMusic On Hold Restrictions

DescriptionRestriction

Cisco Unified CommunicationsManager takes no action when aMusic OnHold server fails during an active Music On Hold session.

MOH Server Failure

When an MTP resource gets invoked in a call leg at a site that is usingmulticast MOH, Cisco Unified Communications Manager falls back tounicast MOH instead of multicast MOH.

Multicast MOH

If you do not provision the user and networkMOH audio source identifiers,or if one or both values are invalid, the caller-specific MOH informationin the SIP header is ignored. The call reverts to tone on hold and an invalidMOH audio source alarm is raised.

Provisioning

• When both the user and network MOH audio source identifiers arepresent in the header, any invalid value is replaced by the default value(0).

• If both values are zero, or the only value is zero, the header in theincoming INVITE is ignored.

Header Values

• If you provide only oneMOH audio source identifier in the SIP header,including if a comma appears before or after the MOH audio sourceidentifier value, the same MOH ID is used for both user and networkMOH. The SIP trunk populates both the user and the network MOHaudio source identifiers in the SIP header so that Call Control alwaysreceive both values.

• If there are more than two MOH audio source identifier valuesseparated by a comma in the header, then the first two values are used.Subsequent values are ignored.

MOH Audio Source Identifier

Administrators are responsible to maintain consistent caller-specific MOHconfigurations when multiple Cisco Unified Communications Managerclusters are involved.

Administrators for ConsistentCaller-specific MOHConfigurations

The original incoming caller to the call center cannot change during thecourse of the entire call.

Original Incoming Caller

The Music On Hold information is shared only across SIP trunks.MOH Information

Music On Hold Troubleshooting

Music On Hold Does Not Play on PhonePhone user cannot hear Music On Hold.

• G.729a codec is used with MOH for music, which may not provide acceptable audio quality.

• An MTP resource is invoked in a call leg at a site that is using multicast MoH.

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Music On HoldMusic On Hold Troubleshooting

• Verify the IP addressing mode of the device where Music On Hold is played. If the IP addressing modefor the device is IPv6 Only and if Music On Hold is configured for unicast Music On Hold, ensure thata dual-stack MTP is configured and available for media translation.

• When anMTP resource gets invoked in a call leg at a site that is using multicast MoH, the caller receivessilence instead ofMusic OnHold. To avoid this scenario, configure unicastMoH or Tone on Hold insteadof multicast MoH.

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Music On HoldMusic On Hold Does Not Play on Phone

music on hold · configuration limitations forcapacity planning...

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